Front Office Manager
MCR Hotel
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Created, prepared, and delivered reports to various departments.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Implemented staff training programs, improving employee performance and team cohesion.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
- Established new guest feedback system to capture insights, leading to tailored service improvements.
- Reduced operational costs without compromising service quality by renegotiating supplier contracts.
- Led front office team during major hotel renovation, maintaining high service standards amidst changes.
- Implemented cross-training program, enhancing team flexibility and coverage during peak periods.
- Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
- Improved team morale and efficiency with regular training sessions and performance feedback.
- Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
- Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
- Increased repeat business by personalizing guest experiences and recognizing loyalty.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Fostered culture of excellence within front office team, leading by example and encouraging continuous learning.
- Conducted market research to better understand needs of target demographics, refining marketing strategies.
- Negotiated with vendors for office supplies, securing cost-effective deals that met our quality standards.
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
- Developed and enforced front office policies that ensured consistent and high-quality guest experience.
- Enhanced onboarding process for new front office staff, reducing time to full productivity.
- Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
- Introduced new booking software, reducing errors and improving reservation management.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Managed senior-level personnel working in marketing and sales capacities.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Launched quality assurance practices for each phase of development
- Developed detailed plans based on broad guidance and direction.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
